Bupa Announces Results of Customer Satisfaction Survey
Released on: April 20, 2011, 5:08 pm
Bupa has announced the results of this year's Bupa Care
Services Customer Satisfaction Survey.
74% of Bupa care home residents rate the overall standard of care at their Bupa care
homes ‘excellent’ and/or ‘very good’. The results came from the annual independent
survey of residents and relatives which has been running for 12 years.
This is the eighth consecutive year the overall customer satisfaction score has risen.
In addition to this 94% of residents rated Bupa's quality of nursing care and other
care as excellent or very good, 91% of residents rated Bupa's staff as excellent or
very good for being treated as individuals and 91% of residents rated Bupa's staff
as understanding the residents needs as excellent or very good.
Oliver Thomas, director of Bupa's UK Care Homes, said: "Residents and their
families are in the best position to judge our care and I am delighted to see such a
positive response from them.
"Our overall customer satisfaction score has risen for eight consecutive years
since the introduction of our Personal Best development programme, which encourages
staff to recognise the individuals we care for and to go that extra mile.
"This is a tribute to all our committed care home staff and the excellent care that
they provide. Their efforts are clearly being acknowledged by residents."
The Bupa Care Services Customer Satisfaction Survey is commissioned annually and
carried out independently by Deighton Consultants.
All residents at Bupa care homes are offered the opportunity to fill in a
questionnaire each year, which allows them to feedback and comment on their overall
care, staff, the buildings and grounds, their room, being treated as an individual,
communal rooms, the food and their activities. Relatives of residents with dementia
are also offered the opportunity to feedback on these aspects including dementia
Across the UK, Bupa's overall customer satisfaction score has risen since the
introduction of its Personal Best programme, an initiative which delivers highly
individualised care in all of its 305 homes.
In 2010 74% of residents rated overall service as excellent or very good, 66% of
relatives rated overall service as excellent or very good and 94% rated the overall
view of staff as excellent or very good.
More than 70 percent of Bupa residents get financial help towards the cost of their
care – the level of help they get with care home fees depends on individual circumstances.
Bupa’s purpose is to help people lead longer, healthier, happier lives. A leading
international healthcare group, we offer personal and company health insurance, run
care homes for older people and hospitals, and provide workplace health services,
health assessments and chronic disease management services, including health
coaching, and home healthcare.
With no shareholders, we invest our profits to provide more and better healthcare.
We are committed to making quality, patient-centred, affordable healthcare more
accessible in the areas of wellness, chronic disease management and ageing.
Employing nearly 52,000 people, Bupa has operations around the world, principally in
the UK, Australia, Spain, New Zealand and the USA, as well as Hong Kong, Thailand,
Saudi Arabia, India, China and across Latin America.
About Bupa Care Services:
Bupa operates 305 nursing and residential homes in the UK and cares for almost
Bupa is the only company to offer Alzheimer’s Society-trained Dementia Champions in
our UK specialist care homes - over 25% of our
beds in the UK are registered for specialist dementia care.
Our care homes are open to everyone – over 70 percent of Bupa’s UK residents receive
Bupa Care Services employs over 20,000 people.
Bupa also owns care homes in Spain, Australia, and New Zealand.
Copwriting & PR Executive
Sales & Marketing
Bupa Care Services
0113 381 6147
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